Return Policy
Refund & Return Policy – NÉLA
At NÉLA, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may return your item within 14 days of receiving it, provided that it meets the return conditions below.
Return Period
You have 14 days from the date of delivery to request a return.
If the 14-day period has passed, unfortunately we are unable to process your return.
Return Conditions
To be eligible for a return, the item must:
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Be in the same condition as when you received it
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Be unused and unworn
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Have all original tags attached
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Be returned in the original packaging
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Include a receipt or proof of purchase
Items that do not meet these conditions may not be eligible for a refund.
Return Shipping Costs
Return shipping costs are the responsibility of the customer.
We will only provide a return label if:
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The item is defective or damaged, or
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You received the wrong item
Damaged or Incorrect Items
Please inspect your order immediately after receiving it.
If your item is:
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Damaged
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Defective
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Incorrect
Please contact us as soon as possible so we can evaluate the issue and provide an appropriate solution.
Non-Returnable Items
The following items cannot be returned:
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Sale items / discounted products
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Hijabs / headscarves (for hygiene reasons)
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Gift cards
Exchanges
If you would like to exchange an item, the fastest way is to:
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Return the original item (if it meets the return conditions)
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Place a new order for the desired item
European Union 14-Day Cooling-Off Period
For customers within the European Union, you have the legal right to cancel or return your order within 14 days without providing a reason.
To qualify:
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The item must be unused and unworn
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All tags must still be attached
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The item must be returned in its original packaging
Refunds
Once we receive and inspect your returned item, we will notify you if the refund has been approved.
If approved:
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Your refund will be issued to the original payment method
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Refunds are processed within 10 business days
Please note that it may take additional time for your bank or credit card provider to process the refund.
Contact
If you have any questions about returns or refunds, please contact us:
Thank you for shopping with NÉLA.